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Customer Experience

Customer Experience

In the digital age, the range of programs and services libraries provide patrons has multiplied. People come to the library today – either the virtual or physical library - for many different reasons. To ensure that people’s needs are being met, libraries must continually gauge customer satisfaction.

This category recognizes innovations in enhancing the customer experience; reaching new audiences; new/refined service standards, tools and practices; new approaches to assessing customer satisfaction and incorporating feedback; using digital technologies to enhance programs and services.

2013 Top Innovator
Grow a Reader Early Literacy App
Calgary Public Library, ABGrow a Reader

2013 Honorable Mention
MyCloud
Cleveland Public Library, OH

Art in the Library
Gwinnett County Public Library, GA

Eliminating Barriers to Access
Chicago Public Library, IL

Face to Face: Video Service for Families, Soldiers & Others
Pierce County Library System, WA

Grade DC
District of Columbia Public Library, DC

Help Desk Re-envisioned
Pierce County Library System, WA

Improving Library Services to Foster Children
San Mateo County Library, CA

KidsConnect Website
Orange County Library System, FL

Managing DVD Access and Theft
Pierce County Library System, WA

Mystery Shop
Columbus Metropolitan Library, OH

Point of Service to Patrons - Using Tablets to Expand Service & Access to Resources
Hennepin County Library, MN

QR Quest
Broward County Library, FL

Satellite Summer Reading Program
Aurora Public Library, CO

Technology Core Competencies
Public Library of Cincinnati & Hamilton County, OH

Whack-a-Dewey-Deci-mole!
Salt Lake County Library Services, UT